Absolute Personalisation - Transforming Support - Chapter1
Name of the organisation: Chapter1
Contact person: Annette Lounge and Philip Smith
Email: AnnetteL@chapter1.org.uk Philips@chapter1.org.uk
Phone: 01424 427613
Complete personalisation of a young mothers service from referral to resettlement
Who was involved?
Clients, staff and other agencies
Staff and clients have worked together to develop new ways to deliver personalised support. The following initiatives have been piloted.
Peer Mentoring - the peer mentor co-produced the job description, identified and trained other peer mentors, developed a move-on workshop and is responsible for holding the house meetings and orientating new clients.
Recording support – clients direct how they want to record their support journey, for example, using scrap books.
Individual time budgets – the activities of planning (link work) and support (planned time) to enable the client to achieve their aspirations have been separated. Clients can choose using staff CVs who they want to deliver their 3 hours of support.
Individual cash budgets – part of the support offered is in the form of a cash allocation of £5 per client per week that can be spent on activities that enable the client to achieve their outcomes.
The pilot started in August 2013 and will run until July 2013 when the learning and practice will be embedded in to housing services.
What evidence have you had this has improved outcomes for individuals using services?
• Clients report that an increase in the development of natural circles of support both within the scheme and using the cash budgets to engage in activities in the locality, we get to know each other so we can do things together
• Clients engage in the service more quickly as peers support their orientation, the scheme is more lively.
• Clients are more confident and self assured and are able to direct their support to areas that will benefit them most.
• Clients are using support to maintain or rebuild relationships with their families and others who support them.
How this resulted in improved outcomes for the service itself?
• The work is more creative with clients and staff co-design new ways of working boosted by new ideas from many heads coming together and thinking outside the box.
• The support time is being effectively used as clients direct activities to areas where they believe it will be most beneficial delivered by staff they believe best to enable them to achieve their aspirations
• There is more involvement and participation from clients enabling the service to more effective at meeting its outcomes and making it easier for staff to do their job
What challenges did the organisation face? How were these resolved?
There has been some learning as to what the cash allocation could be spent on e.g. electronic cigarettes, but this has promoted some helpful dialogue between staff and clients on aspirations and outcomes.
The choice of staff may have presented a problem but clients identify what staff member they want and then make an appointment. Also staff have been very flexible as they are committed to this way of working
Are there any resources or top tips to share?
When working with clients on how the service can be personalised it is important to ask the right questions not too abstract or wide and be ready to come up with examples.